I just recovered mine. The first time I tried a few years ago, the support said my email didn't match my request. It was weird because I was sure it was the email I used. I lost hope.
A few days ago, I tried again. I got a more sympathetic support personnel and he unfroze my account and gave it back!
I just included all my emails I use, the birthday and I might have mentioned that I'm in a better financial position to start purchasing ingame items for my neopets account. Hahaha
That got a response real quick. Though I did sign up for a 1 year premium after. I've always wanted too.